Ongoing support.
We’ve got you covered.
Jive Software provides Support and Maintenance Services for any Point and Patch release for up to two years following the date of Jive’s initial general release of such Point Release; which includes all updates and upgrades to the software. If your version is no longer supported, Jive Support will assist you with any upgrade problems you encounter.
Issues Covered by Support
- Problems or bugs in the software
- Issues during setup in the customer environment
- Basic help understanding specific features
- All major, minor and patch releases
Issues Not Covered by Support
- Feature enhancements
- Debugging code not written by Jive Software
- Custom development
- HTML authoring
- Training
- Integrating Jive into other web applications
When in doubt, please contact Support with questions. If the issue is not covered by Support, a Support Agent will direct you to the appropriate resource.
Support Levels
We offer 3 different levels of support. To compare what each level offers, please see our Support Matrix below. You can also view our support legal contract: Jive Support Services.
| Feature | Silver | Gold | Platinum |
|---|---|---|---|
| Severity 1 Initial Response Time | 1 hour 24x7 | 1 hour 24x7 | 30 minutes 24x7 |
| Severity 2 Initial Response Time | 1 business day | 4 business hours | 2 business hours |
| Severity 3 Initial Response Time | 1 business day | 1 business day | 4 business hours |
| TAM Account Check-ins | no | monthly | weekly |
| Named TAM Contact | no | yes | yes |
| Direct Dial for All Support Issues | no | no | yes |
| Priority Case Routing | no | no | yes |
Technical Account Manager
When you select Gold or Platinum support, Jive provides you with a named Technical Account Manager (TAM), who is your single point of contact for any issues, concerns, or questions you have about Jive. Your TAM will meet with you frequently to ensure that all your needs and objectives are being met, that you get best possible service from Jive, and that your Jive implementation is successful.
Maintenance
Customers who have an active Support and Maintenance contract receive access to all updates and patches. Jive encourages customers to apply new releases to obtain the latest features and bug fixes.
Support Hours
Business hours are defined as 12:00 AM to 6:00 PM Pacific Time, Monday through Friday, exclusive of the following holidays:
- New Year’s Day (Jive’s recognized day for this holiday)
- Martin Luther King, Jr. Day (Jive’s recognized day for this holiday) during the period 9:00 AM to 6:00 PM Pacific Time
- President's Day (Jive’s recognized day for this holiday) during the period 9:00 AM to 6:00 PM Pacific Time
- Nationally recognized day of Good Friday
- UK recognized day of Easter Monday during the period 12:00 AM to 6:00 AM Pacific Time
- UK recognized day of First Monday in May during the period 12:00 AM to 6:00 AM Pacific Time
- Memorial Day
- Independence Day (US) (Jive’s recognized day for this holiday) during the period 9:00 AM to 6:00 PM Pacific Time
- UK recognized day of Last Monday in August during the period 12:00 AM to 6:00 AM Pacific Time
- Labor Day during the period 9:00 AM to 6:00 PM Pacific Time
- Thanksgiving Day during the period 9:00 AM to 6:00 PM Pacific Time
- Day after Thanksgiving during the period 9:00 AM to 6:00 PM Pacific Time
- Christmas Day (Jive’s recognized day for this holiday)
- UK recognized day of Boxing Day (December 26) during the period 12:00 AM to 6:00 AM Pacific Time
Legacy Contracts
Customers on Jive's legacy support agreements still have full support as agreed in the existing contracts. You can view the contracts here:
If you are interested in upgrading your support contact, please contact your account manager.